TfL refund

[paddington]

With the launch of the new TfL site, it appears that applying for charter refunds online is no longer possible.

Apply for a charter refund

To apply for a Charter refund, download and print off an application form if your journey was delayed on Tube services and London Overground services.

Can anyone find a new online form, or if not, whether the old online form http://origin.tfl.gov.uk/tfl/tickets/refunds/tuberefund/ would still be processed?

 

[Reason077]

I strongly suspect (but cannot confirm) that the old form will still work.

You can also try a 3rd-party service like https://www.claimmyrefund.co.uk which can automatically claim Oyster refunds on your behalf.

There are certainly still quite a few things missing from the new TfL site. I'm sure that leaving this out wasn't a deliberate conspiracy!

 

[cjohnson]

On the page you quoted - http://tfl.gov.uk/fares-and-payments/replacements-and-refunds/service-delay-refunds - choose Tube, Overground or DLR from the menu on the right, That takes you to the online refund form.

 

[bicbasher]

The online refund form link for London Overground claims is broken.

 

[infobleep]

I wonder if they will ever allow gold card holders to claim refunds online with the new Web Site? Very occasionally I have to ring up to process it. I think they warn you if you don't have a gold card loaded but if you do they don't warn you. You have to remember to regularly check through all your journey history.

Sent from my Nexus 5 using Tapatalk

 

[Mojo]

The thread title mentions TfL, but as far as I'm aware the Customer Charter only applied to LU and DLR (with a similar, but separate, scheme for the Overground).

In any case, the Customer Charter is, in the very near future, to be discontinued. Customers with a registered Oyster card will be able to register a delay on Oyster Online and then receive either PAYG Credit, credit against a future purchase from Oyster Online or a Bank Transfer if the delay is verified. Customers with a paper ticket will have to register an Oyster Online account and will receive a Bank Transfer if the delay is verified. Customers without Internet access can call the Customer Service Centre and get a Bank Transfer if the delay is verified.

 

[cjohnson]

In any case, the Customer Charter is, in the very near future, to be discontinued. Customers with a registered Oyster card will be able to register a delay on Oyster Online and then receive either PAYG Credit, credit against a future purchase from Oyster Online or a Bank Transfer if the delay is verified. Customers with a paper ticket will have to register an Oyster Online account and will receive a Bank Transfer if the delay is verified. Customers without Internet access can call the Customer Service Centre and get a Bank Transfer if the delay is verified.

There were rumours that this move would coincide with an increase of the minimum delay threshold from 15 mins to 30...

 

[Mojo]

There were rumours that this move would coincide with an increase of the minimum delay threshold from 15 mins to 30...

They were not rumours, but actual proposals. The proposals were dropped last year however, still leaving the differential between LU/DLR and Overground. It is so rare that I am ever delayed on the Underground though, I do wonder who gets the chance to claim for even fifteen minutes!

 

[user15681]

I've only ever claimed once, for the Victoria line concrete cockup.

 

[Deerfold]

The thread title mentions TfL, but as far as I'm aware the Customer Charter only applied to LU and DLR (with a similar, but separate, scheme for the Overground).

But then these are all parts of TfL, so hardly inaccurate.

 

[maniacmartin]

I do wonder who gets the chance to claim for even fifteen minutes!

In the months leading up to the Olympics, when I commuted on the Jubilee line, I was submitting 3-4 claims a week due to delays at the time! Since then, I've not submitted anything to LU.

It's much rarer to be delayed by London Overground by over an hour to qualify for their Charter compensation. I've only seen a LO RTV once in my life!

 

[bb21]

They were not rumours, but actual proposals. The proposals were dropped last year however, still leaving the differential between LU/DLR and Overground. It is so rare that I am ever delayed on the Underground though, I do wonder who gets the chance to claim for even fifteen minutes!

Three times in the last year alone.

Signal failure at Farringdon once, at Euston Square once, and once on the Picc for some unknown reason at Acton Town.

 

[Be3G]

It's much rarer to be delayed by London Overground by over an hour to qualify for their Charter compensation. I've only seen a LO RTV once in my life!

My earlier post was rather cheekily deleted because it apparently contained incorrect information. So I shall post again! To say that London Overground provide refunds for delays of over 30 minutes, not an hour. I have also claimed successfully under this criterion.

(It's slightly disappointing that the automatic assumption was that I was wrong just because I have less experience than others here, something I've noticed before on this forum. If anyone reading this doesn't believe that the Overground refund threshold is 30 minutes, please see here or here.)

 

[maniacmartin]

I'm sure it used to be an hour. I think LO have changed the details of the scheme

 

[bicbasher]

I've certainly received refunds from LO for 30 minute delays. This was in 2012.

 

[Tetchytyke]

I wonder if they will ever allow gold card holders to claim refunds online with the new Web Site?

I've not had any problems using the online form for Charter Refunds on Underground. The only annoying thing is having to queue at the ticket office to get the voucher loaded on to my Oyster.

They don't automatically identify journeys where you've been delayed, but because Travelcards don't have the maximum journey time restrictions in place this makes sense.

 

[Mojo]

My earlier post was rather cheekily deleted because it apparently contained incorrect information. So I shall post again! To say that London Overground provide refunds for delays of over 30 minutes, not an hour. I have also claimed successfully under this criterion.

(It's slightly disappointing that the automatic assumption was that I was wrong just because I have less experience than others here, something I've noticed before on this forum. If anyone reading this doesn't believe that the Overground refund threshold is 30 minutes, please see here or here.)

Your deleted post said that "The delay threshold with London Overground is an hour, not half an hour" - which is incorrect. It's nothing to do with your "experience" (however we are supposed to judge that!) but by the fact that your post was wrong - seemingly by your own admission!

 

[Be3G]

Hmm! I definitely meant to say ‘half an hour, not an hour’ – which could possibly have been deduced by the context of my now-deleted post, though I accept it's not anyone's responsibility to decode my mistake. Seeing as it seems I did write the wrong thing, I can see to a certain extent why it was deleted (although it still seems a bit strange as I see lots of incorrect advice left visible on these boards).

The thing about ‘experience’ was something I'd been feeling for some time here, so that post removal felt like the straw that broke the camel's back – but seeing as it was my own mistake, I do apologise for making a fuss. (Though I can't retract the sentiment, unfortunately.)

 

[Deerfold]

Hmm! I definitely meant to say ‘half an hour, not an hour’ – which could possibly have been deduced by the context of my now-deleted post, though I accept it's not anyone's responsibility to decode my mistake. Seeing as it seems I did write the wrong thing, I can see to a certain extent why it was deleted (although it still seems a bit strange as I see lots of incorrect advice left visible on these boards).

Perhaps that because no-one's asked for that incorrect advice to be removed?

Certainly in the fares section I've noticed quite a few incorrect posts be removed however many posts the poster had (including 1 of mine ).

 

[ainsworth74]

Perhaps that because no-one's asked for that incorrect advice to be removed?

Is often the case. There are simply too many posts (a thousand+ per day) made for us to be able to read every single one (we probably manage most of them but not all) so we rely on people using the report function (

) to alert us to problem posts.

So if people do see incorrect information please report it and we can then deal with it if necessary.